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Sales Operations / Business Operations

Bellevue, Washington, United States
February 12, 2018

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Jake Callahan, Jr. +1-206-***-****


Sales operations and business management leader with 15+ years experience in high-tech, telecommunications and mobile companies. Extensive experience leading diverse teams and implementing Lean Six Sigma and Agile methodologies to deliver process, quality and operational transformation within highly-matrixed global organizations. Experience in Customer Relationship Management (CRM) systems management as well as budgeting, forecasting, pricing, compensation, territory management, business case development, proposal management.

Driver of sales transformation with latest sales enablement tools

Executive & financial reporting & presentations

Sales pipeline, forecast & territory management & analysis

Sales tools integration & applications management

Team leadership and development

Program and project management

Change and roadmap management

Sales training design, delivery & onboarding

Workflow automation & simplification

Resource / staffing management


ERICSSON Inc., Bellevue WA 1998 – 2017

Sales Operations Manager, 2012 –2017

Led, developed, delivered and managed ten successful new process implementations or upgrades of Ericsson’s Sales Processes across the North America division representing $1.5B in annual sales (25%) and servicing 400 direct sales staff plus 2,500 sales support and sales management application users across 10 unique customer sales organizations.

Identified, formulated, pitched and executed sales process improvements to simplify and automate workflows in the North America division resulting in $1M annual costs savings and adaptation into Global standard process workflow.

For eight significant company acquisitions, drove the integration and transition of the sales teams and their sales opportunity pipelines into Ericsson’s sales process and sales funnel.

Improved financial reporting usability and distribution by building and maintaining self-service dashboards serving up personalized reporting, metrics and business intelligence for finance, marketing, accounting, sales management and human resources based on user access profiles.

Developed and managed lifecycle of sales processes, sales tools and related reporting for North America.

Managed all end-to-end activities for 10+ sales tools directly supporting price management, proposal management, business case development, contract management, sales forecasting, financial forecasting, risk analysis, strategic planning activities for CRM, BOM/BOQs, scoping, commercial offers, contracts, orders booking, net sales tracking and reporting in Hardware, Software and Service (SAAS) environments.

Managed multiple cross-functional global and regional teams to design, implement, train, onboard teams and support MS Dynamics CRM, pricing, contract, business case, scoping and reporting tools.

Led, developed, planned and implemented sales training programs for the sales process and sales tools.

Developed, implemented and managed all aspects of the sales process including customer financial forecasting, sales forecasting, opportunity tracking, sales funnel / sales pipeline management, KPI analytics management, performance measurement and account maintenance in Microsoft (MS) Dynamics CRM.

Business Information Strategy Consultant, 2006 –2012

Represented North America division developing and writing business requirements for sales processes and sales applications launches, modifications and upgrades. Provided executive level financial reporting on sales pipeline / sales forecasts based on pipeline and funnel analysis.

Managed North American MS Dynamics CRM initial implementation project replacing a homegrown sales opportunity tracking system built on an SAP platform. Project rolled out to an initial user base of 5000+ sales management, sales and sales support staff.

Led, developed, delivered and managed two implementations of two different contract management application, transitioning from paper to digital contract management application and implementation of CRM Contract management for the North America division.

Led, developed, delivered and managed conversion of business case development tool from a nascent MS Excel Workbook to a CRM integrated Opportunity, Profitability and Cashflow Management (OPCM) application for the North America division, resulting in network integrated single access business tool replacing three previous tools.

Conceived, formulated and pitched roadmap to integrate legacy systems, applications and platforms. Roadmap adopted into long-term strategic plan.

Marconi PLC/MSI PLC/Metapath Software Corporation (acquired by Ericsson January 2006), Bellevue WA

Sales Programs, Business Operations & Analysis Manager, 1998 – 2006

Managed global business operations, proposal (RFPs), price management, contract negotiations, sales forecasting, and financial forecasting for Marconi’s Wireless Division preparing for IPO/Sale.

Prepared business cases and financial analysis for Marconi’s Wireless Division and investors in preparing for IPO/Sale during 2005 and 2006.

Launched Asian and Oceania markets for wireless business division during 2002 and 2003. Set up new business model, sales process and plan for wireless sales efforts into China, Hong Kong, Japan, the Philippines, Singapore, Australia and New Zealand. Traveled in region to establish and strengthen business relationships with channel partners.

For three acquisitions by other companies, drove integration and transition of the sales teams and their sales opportunity forecasts into new company’s sales process and sales funnels.

Called up from Reserves to Active Duty in Iraq Nov 2003 - Mar 2005 while employed by Marconi. See Military Service below.

Laser Direct, Kent WA

Account Manager

Sales Account Manager for direct mail, direct marketing firm responsible for high tech customers and agency relationships.

Managed sales and relationships for marketing, database management and design agencies plus three largest customer accounts for billing and direct mail printing and fulfillment company representing 50% of Laser Directs annual revenue.


Reserve Component Automation System (RCAS) Scoping and Implementation Project Manager

Led, developed, delivered and managed implementation of RCAS for a 100 site 60,000 user UNIX and NT WAN. Coordinated and managed relationships with National Guard Bureau, Boeing Computer Services, GTE and U S West for scoping, delivery and installation.


US Army / Army National Guard - Retired (Multiple Leadership Positions – Organizations - Locations)

56th Theater Information Operations Group Deputy Chief of Staff for Intelligence Analysis, Tacoma, WA 2005 - 2007

81st Armor Brigade Deputy Chief of Staff for Intelligence and Operations, Central IRAQ 2003 –2005

Led, directed, supervised, and coordinated the planning, collection, evaluation, fusion, analysis, production, and dissemination of intelligence and counter-intelligence at all echelons. Primary intelligence advisor to the Commanding General. Managed multiple teams of 25 - 200 intelligence analysis and operations professionals. Bronze Star Award for Meritorious Service in a combat zone.


Bachelors of Science Business Administration, Major: Marketing, University of Massachusetts, Lowell, MA


MICROSOFT OFFICE SUITE 365/2016: MS Excel, Pivot Tables, Power BI, Power View, Power Pivot, MS Word, MS PowerPoint, MS SharePoint, MS Project, MS Visio, MS Dynamics CRM, SQL, SalesForce, Pivotal, Tableau, DocuSign, Concur, SAP, Siebel

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